From the Microsoft Dynamics 365 CE/CRM blogs: Configuring governance; Existing consent data; How partners handle duplicates; Improving lead management

In this week's Microsoft Dynamics 365 CE/CRM blogs: 

• How to configure governance in D365 Customer Service
• Your existing consent data shouldn't have to start from zero
• Five ways CE partners handle duplicates today, ranked by cost
• How to stop leads from falling through the cracks

How to configure governance in D365 Customer Service

Writing on her blog, Dian Taylor stated that AI is becoming a bigger part of customer service. It can help customer service reps write emails, find answers to customer problems, summarize conversations, and even handle some customer interactions on its own.

However, she wrote that as companies use more AI, they also need to ensure customer messages follow their rules. These could include company policies, legal requirements, brand guidelines, privacy rules, or restrictions on mentioning competitors.

Taylor noted that this is where the new governance feature in Dynamics 365 Customer Service comes in. The feature focuses on email and checks outgoing messages, whether they're written by a customer service rep or generated by AI. It adds safeguards to help make sure emails follow the company's rules before they're sent.

Taylor then explained how to configure governance in D365 Customer Service.

Your existing consent data shouldn't have to start from zero

On the Inogic blog, Sam Kumar explained how companies can move their existing consent preferences to Dynamics 365 Customer Insights – Journeys.